Description of Services
March 2026
This Grit Enterprise Services Description of Services outlines the professional services available for purchase from Grit. It is intended to give your organization a clear understanding of service scope, delivery methodology, and engagement terms.
How We Work: Every engagement begins with your requirements, not a predefined toolkit.
We evaluate your needs, architect a solution tailored to your environment, and deliver production-ready software engineered for your infrastructure. Where the Grit SDK or our internal development accelerators align with your project, we leverage them to accelerate delivery, but their adoption is never required.
What You Receive: Full code ownership, deployment on your infrastructure (cloud, on-premises, or hybrid), comprehensive documentation, and flexible ongoing support options.
All services are delivered under a fixed monthly fee, providing your organization with predictable costs, transparent budgeting, and no variable billing surprises throughout the engagement lifecycle.
Please review the descriptions of the services you intend to purchase carefully, including any prerequisites, disclaimers, limitations, and your responsibilities. The specific services your organization procures will be documented in your Enterprise Services Work Order ("Work Order") or another applicable Statement of Services that references and incorporates this document.
Not all services listed in this document are available in every region. Service availability is subject to change. For details on which services are available in your location, contact your Grit account representative.
Grit Professional Services help you accelerate business value from your technology investments. These services are available during the planning, implementation, maintenance, and optimization stages of your technology lifecycle, providing tailored solutions for your on-premises, cloud, and hybrid IT infrastructure. Grit delivers professional services across the following categories:
Planning services provide assessments and reviews of your current infrastructure, data, application, and security environment to help plan remediation, upgrade, migration, deployment, or solution implementation based on your desired outcomes.
Implementation services provide technical and project management expertise to accelerate the design, deployment, migration, upgrade, and implementation of technology solutions built on the Grit SDK and your existing stack.
Maintenance services help prevent issues in your environment and are typically scheduled in advance to ensure resource availability and uninterrupted operations. All maintenance services are covered under your fixed monthly fee.
Optimization services focus on maximizing the return on your technology investment. These services may include remote administration of cloud or on-premises infrastructure, driving adoption of Grit SDK capabilities across your teams, and ensuring a robust security and identity posture.
Grit Enterprise Consulting Services are project-based engagements focused on planning, implementing, and driving adoption of solutions that accelerate the value your organization derives from its IT investments. These engagements span digital strategy, architecture, planning, upgrades, migration, deployment, application development, and data insight solutions.
Below are the customizable service solutions available. The Enterprise Services Work Order (ESWO) or a Statement of Work (SOW) will detail the scope of your customized consulting engagement.
Enterprise Software Engineering & AI Agent Development: Purpose-built software and intelligent agent solutions designed for your business processes. See our website for details.
Applications & Infrastructure: Cloud and on-premises computing form the foundation of digital transformation. Our modern application services accelerate time to value with reduced risk when modernizing, integrating, and deploying applications. We help your organization leverage cloud, on-premises, or hybrid architectures to engage customers across multiple channels and devices. Our productivity solutions assist in planning, implementing, and building experiences that improve communication, collaboration, and customer relationships, enabling your organization to realize the full value of its technology investment.
Data & Artificial Intelligence (AI): The ability to convert data into actionable intelligence is a defining competitive advantage. Our data and AI solutions help developers and organizations become AI-driven through comprehensive services that envision, implement, and support solutions for both business and IT stakeholders, unlocking insights from data across your entire technology ecosystem.
Business Applications: Assistance with business applications that form part of a connected data environment, enabling AI-driven intelligence while helping digitize business-critical functions including relationship sales, talent and people processes, operations, and customer service.
Architecture Services: An evaluation of your adoption goals for on-premises, cloud, or hybrid services, providing guidance, planning, and remediation. This evaluation helps build alignment between your teams and your environment according to architecture best practices.
Proof of Concept: An engagement that provides evidence enabling your organization to evaluate the feasibility of a proposed technical solution. Deliverables may include working prototypes, documents, and designs, though these are typically not production-ready.
Solution Planning: Structured engagements to assist and guide your organization through implementation planning for technology deployments across on-premises, cloud, and hybrid environments. These services may also include an assessment of design, security, IT operations, or change management to help plan the implementation of your technical solution to meet desired outcomes. At the conclusion of the service, you may receive a report containing the technical assessment and solution implementation plan.
Project Governance: Management and oversight of your project, programme, or engagement to ensure successful delivery within the scope defined by your Work Order.
Solution Architecture: Architecture and design for your solution, based on proven reference architectures and the Grit SDK where applicable, tailored to your environment.
Solution Delivery: Technical implementation, including development, configuration, migration, upgrade, and deployment of your solution and its integration into your existing environments.
Adoption Services: A suite of services that help assess your organization's readiness to adopt, monitor, and optimize changes linked to your technology investment. This includes consulting on the development and execution of your adoption strategy, addressing the human side of change. Your team will have access to resources with the expertise, knowledge, and recommended practices necessary to support your adoption programme.
IT Service Management: Services designed to help you modernize your IT operations using contemporary service management approaches that enable innovation, flexibility, quality, and operational cost improvement. IT Service Management services may be delivered through remote or onsite advisory sessions or workshops to help ensure your monitoring, incident management, and service desk processes are optimized for the dynamics of cloud-based, on-premises, or hybrid environments.
Security Services: Our security solutions portfolio spans four focus areas: cloud security and identity, mobility, enhanced information protection, and secure infrastructure. Security services help your organization understand how to protect and future-proof its IT infrastructure, applications, and data against internal and external threats.
Delivery of services is based upon the following disclaimers and limitations:
The success of consulting engagements and the performance of our obligations depend on your involvement throughout the engagement, including but not limited to:
Grit Enterprise Support Services are a comprehensive set of enterprise support offerings designed to help reduce costs, enhance productivity, and leverage technology for new business opportunities at every stage of the IT lifecycle. All support services are included under a fixed monthly fee and encompass:
The components that form your Grit Enterprise Support package are described in the following sections.
Proactive services help prevent issues in your environment. To ensure resource availability and timely delivery during the term of the applicable Work Order, proactive services should be scheduled accordingly. The following proactive services are available as identified below or as detailed in your Work Order.
Maintenance Services
Health Check: An assessment of your technology implementation against our recommended practices. A Grit resource plans the health check engagement with your team, performs the review, analyses the data, and delivers a report upon completion.
Proactive Monitoring: Delivery of technical operations monitoring tools and recommendations for tuning your incident management processes. This service helps your team create incident matrices, conduct major incident reviews, and design a sustained engineering support function.
Scope Details
The following services are available to organizations that purchase a Core level of service delivery management:
Service Introduction: An overview of Grit Enterprise Support Services, including an explanation of how to select and plan proactive services, and a demonstration of how to log assisted reactive support requests and utilize available tools.
Service Delivery Planning: A customized service plan to determine how and when services are to be utilized, developed in collaboration with your team based on your business and IT priorities, including any cloud or on-premises transformation initiatives.
Service Reviews: On an ongoing basis, we review the prior period's services, report on what has been delivered and improved, review your feedback, and discuss any actions or adjustments that may be required. These reviews may consist of standard status reports and virtual or onsite status meetings (if onsite travel is authorized).
Critical Security Support Advice: Notification of critical security bulletins relevant to your environment. If you have a Designated or Dedicated service delivery manager, they will help you assess the impact of this information on your IT infrastructure.
Incident Management: Oversight by our service delivery team of support incidents to drive timely resolution and high-quality support delivery. This may include development of incident response plans, identification of a primary contact for status updates during incidents, and facilitating root cause analysis after an incident has been resolved. For organizations with online or hosted services, this may include a summary of the incident cause and applicable Service Level Agreement (SLA) details.
Crisis Management: Around-the-clock issue ownership and communication from your service delivery team during situations in which your organization experiences critical business impact.
Information Services: Delivery of newsletters, knowledge resources, and references focused on technologies relevant to your environment. May include support and operational information, troubleshooting tools, and references to knowledge base articles.
Service Subscription Management: For organizations with hosted or cloud services, a Grit resource may assist with escalation of issues related to your service subscriptions and provide answers to billing, account provisioning, and SLA credit questions.
Reactive services help resolve issues in your environment.
| Severity Level | Situation | Our Expected Response | Your Expected Response |
|---|---|---|---|
| Severity 1 | Catastrophic business impact: Complete loss of a core business process and work cannot reasonably continue. Requires immediate attention. | First call response in one hour or less. Resources dispatched to your site as soon as possible. Critical situation resource¹ assigned. Continuous effort on a 24/7 basis². Rapid escalation to product and engineering teams. Notification of senior executives. | Notification of your senior executives. Allocation of appropriate resources to sustain continuous effort on a 24/7 basis. Rapid access and response from change control authority. Submission via phone only. |
| Severity A | Critical business impact: Significant loss or degradation of services. Requires attention within one hour. | First call response in one hour or less. Resources at your site as required. Critical situation resource¹ assigned. Continuous effort on a 24/7 basis². Notification of senior managers. | Allocation of appropriate resources to sustain continuous effort on a 24/7 basis². Rapid access and response from change control authority. Management notification. Submission via phone only³. |
| Severity B | Moderate business impact: Moderate loss or degradation of services, but work can reasonably continue in an impaired manner. Requires attention within two business hours⁵. | First call response in two hours or less. Effort during business hours only⁴ ⁵. | Allocation of appropriate resources to align with Grit effort. Access and response from change control authority within four business hours. Submission via phone or web. |
| Severity C | Minimum business impact: Substantially functioning with minor or no impediment of services. Requires attention within four business hours⁵. | First call response in four hours or less. Effort during business hours only⁵. | Accurate contact information on case owner. Responsive within 24 hours. Submission via phone or web. |
Notes:
Grit Enterprise Support Services are delivered based on the following prerequisites and assumptions:
All services are provided remotely to your locations in the country listed on your Work Order, unless otherwise agreed in writing. If locations are identified in more than one country, you will receive services from an assigned Global service delivery manager, and a dedicated resource may be provided at each global service location. The Work Order describes the services to be provided at each of your designated global support locations.
Remote reactive services are provided in English and, where available, may be provided in your local language. All other services are provided in the language of the Grit service location providing the services, or in English, unless otherwise agreed in writing.
All services, including any additional services purchased during the term of a Support Work Order, are forfeited if not utilized during the applicable Work Order term.
Scheduling of services is dependent upon the availability of resources, and workshops may be subject to cancellation if minimum registration levels are not met.
We may access your systems via remote connection to analyse issues at your request. Our personnel will access only those systems authorized by you. To utilize remote connection assistance, you must provide us with appropriate access and the necessary equipment.
If you request cancellation of a previously scheduled service, Grit may apply a cancellation fee of up to 100 percent of the service price if the cancellation or rescheduling occurs with less than 14 days' notice prior to the first day of delivery.
If you ordered one type of service and wish to exchange it for another, you may apply equivalent value to an alternative service, where available and agreed with your service delivery manager.
Not all additional services may be available in your region. Please contact your service delivery manager for details.
You agree that any non-Grit code to which you provide us access is code that you own.
Services may include deliverables, advice, and guidance related to code owned by you or by Grit, or the direct provision of other support services.
When providing reactive services, Grit does not provide code of any kind other than sample code.
Your organization assumes all responsibility for, and risks associated with, implementing and maintaining any code provided in the performance of support services.
There may be minimum platform requirements for the services purchased.
Services may not be delivered through to your end customers unless a separate partnering arrangement has been executed.
Where onsite visits are mutually agreed upon and not pre-paid, we bill your organization for reasonable travel and living expenses, or, at your request, we deduct an equivalent number of problem resolution support hours to cover the expenses.
Optimizing the benefits of Grit Enterprise Support is contingent upon your organization fulfilling the following responsibilities, in addition to those set forth in any applicable exhibits. Failure to comply with the following responsibilities may result in delays of service:
You will designate named contacts in your Work Order, one of whom will serve as your Customer Support Manager (CSM). The CSM is responsible for leading your team and managing all support activities and internal processes for submitting support service requests. Each contact will be given an individual account for access to the Grit support portal, support issue submission, and access to your Grit service delivery team.
When submitting a service request, your reactive support contacts should have a basic understanding of the problem being encountered and the ability to reproduce the problem in order to assist Grit in diagnosing and triaging the issue. These individuals should also be knowledgeable about the supported products in your environment to help resolve system issues and to assist Grit in analysing and resolving service requests.
You agree to work with us to plan for the utilization of services based upon the service level you purchased.
You agree to notify us of any changes to the designated contacts named on your Work Order.
You may be required to perform problem determination and resolution activities as requested by us. These may include performing network traces, capturing error messages, collecting configuration information, changing product configurations, installing new versions of software or new components, or modifying processes.
You are responsible for backing up your data and for reconstructing lost or altered files resulting from catastrophic failures. You are also responsible for implementing the procedures necessary to safeguard the integrity and security of your software and data.
You agree, where possible, to respond to customer satisfaction surveys that we may provide from time to time regarding the services.
You are responsible for any travel and expenses incurred by your employees or contractors.
You may be asked by your service delivery manager to fulfil other responsibilities specific to the service you purchased.
You submit requests for proactive services, along with any necessary or applicable data, no later than 60 days prior to the expiration date of the applicable Work Order.
You agree to provide our service delivery team (who are required to be onsite) with reasonable telephone and high-speed internet access, in addition to access to your internal systems and diagnostic tools.
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